November 18, 2025
Seattle-Tacoma International Airport (SEA) wants to make travel welcoming, safe, and comfortable for everyone. Part of that is making sure every traveler feels supported and understood. In addition to improving facilities, programs, and services to improve travelers’ experience, a new analog tool is making it easier to communicate throughout the airport journey. A new set of communication cards is helping travelers who are Deaf, hard of hearing, neurodiverse, nonverbal, or speak another language connect more easily with airport staff during security and customs screening.
Designed for everyone
The idea behind the cards came from a 2018 accessibility assessment by the Open Doors Organization, which recommended that SEA create visual communication cards as a tool for travelers who are Deaf and hard of hearing to use with Transportation Security Administration (TSA) and Customs and Border Protection (CBP) officers during security and customs screening — places where most communication happens out loud.
Since then, SEA Airport has added on-demand American Sign Language (ASL) interpretation through the Pathfinder customer service team and is working to expand that service through airport Wi-Fi.
In addition, SEA’s team began exploring nonverbal communication tools that could support travelers when technology isn’t an option.
“While many travelers do carry smartphones pre-loaded with apps, the expectation for someone to have reception or a charged device after a long international flight is not always aligned with reality,” said Candace Field, Facilities Accessibility Program Manager at SEA. “When our digital systems went down during the 2024 cyber incident, we saw firsthand that relying solely on technology may not always be the best solution. Printed, and in some cases, handwritten materials provided clarity to passengers when they could not connect to Wi-Fi or find their flight on a digital display.”
Field realized this tool would also benefit the neurodiverse community, particularly those that may have difficulty communicating verbally as well as non-English speaking travelers that need assistance clearing customs.
Turning an idea into action
Field teamed up with Ian Van Eeuwen, a summer intern with SEA’s Signage and Wayfinding team, to bring the concept to life. They worked closely with TSA and CBP to map out the traveler journey and identify key questions or instructions and how to communicate that graphically — like “The best way to communicate with me is…,” “What document would you like me to present?” and “My preferred screening method is.”
The result is a set of easy-to-understand visual cards that bridge the communication gap between travelers and staff. The cards use simple graphics and short text, allowing travelers to point, gesture, or read without relying on spoken words or technology. TSA and CBP were excited to have another option that could make communication more inclusive and accessible.
Growing airport-wide
After learning about TSA and CBP’s experience, the Port of Seattle Fire Department and Customer Service department also requested cards created to better connect with travelers in emergencies or during everyday interactions.
“A suite of communication cards is in the works, and we're hopeful that this analog solution will bridge gaps in communication in an innovative an accessible way,” Field said.
SEA recognizes that traveling can be stressful, especially if communication is a challenge. By introducing tools like these communication cards, along with digital solutions like ASL interpretation, SEA is helping every traveler feel understood, supported, and welcome.
“No two travelers are alike, and it is important to recognize that one type of communication will not work for everyone,” Field said. “Offering an alternative to verbal communication could improve the experience of a traveler that is feeling too overwhelmed to advocate for themselves or may not know how to request a private screening in English at a checkpoint. These cards will be another tool that our frontline staff can use to connect with passengers and speak to the Port’s commitment to equity.”
